AccountId: 011433970860
ContactId: 2f87a545-878c-4a0b-841c-5b9ce6b84ad3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104889 ms
Total Talk Time (AGENT): 57634 ms
Total Talk Time (CUSTOMER): 37520 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/2f87a545-878c-4a0b-841c-5b9ce6b84ad3_20250520T13:38_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the Midtown Women's Center to check eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can help you with that [PII]. Uh, could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02458546.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say uh eligibility and benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, this will be for outpatient services. She's coming for uh ultrasound.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Our policy will, uh, with us has been effective since [PII]. It is still active for outpatient benefits. I show the policy pays up to $5000 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] You said it's been active since [PII]?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK, and has anything been met towards it, the, um, deductible?
[AGENT][NEGATIVE] I show she has not met anything towards her $5000.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have a reference for the call?
[AGENT][NEUTRAL] Yes, ma'am, to reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][NEUTRAL] Bye bye.